The player from Portugal had requested self-exclusion and account blocking but experienced delays, which led to a new deposit of 700€. Despite having contacted the casino multiple times to withhold the account closure until the funds were withdrawn, the player lost access to the account and the money. The issue was resolved when the casino reopened the account, allowing the player to make withdrawals. The Complaints Team confirmed the resolution and marked the complaint as resolved.
Betlabel Casino - Player's account has been closed after self-exclusion request.
Amount: €710
Betlabel Casino
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6.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
Public
Public
3 weeks ago
Translation
Good evening,
I made a request for self-exclusion from the casino and blocking of the account. However, due to the delay in the process I ended up depositing again and made 700€. I emailed them again to tell them not to block my account until I had withdrawn the money. They completely ignored me and now I have no access to the money and no account. I've sent more than 5 emails asking them to resolve the situation and nothing.
I demand my money.
Please cooperate in this process, there are already too many casinos on the market, we cannot continue to let fraudulent casinos continue to operate, I want my money.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear Grammys,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion:
- Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.
- On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the self-exclusion requests that you sent to the casino, together with the full communication? My email address is [email protected].
Additionally, could you please specify the dates when you deposited €700?
Thank you very much in advance.
Best regards,
Natalia
Public
Public
3 weeks ago
Translation
Hello Natalia,
First of all, thank you for your help.
I can't forward the emails to you because my email has an automatic deletion tool.
But I can summarize the case for you in a practical way:
I made a request to block my account, the reason for which was dissatisfaction with some of the house's mechanics as well as a lack of respect on the part of customer support.
During this request I was asked to send an e-mail with a copy of my ID card, which I did. Since this blocking process was taking some time, I deposited about 50€ yesterday and won 710€, I immediately sent an email to the blocking department so they wouldn't block my account before I withdrew my funds, they blocked my account after about 15 minutes of sending this email, completely ignoring my request.
They don't specify the "block" or whether it's an auto-exclusion or a pause, they just identify it as a block on the account.
It's strange enough that they don't have a responsible gaming option on the site itself, this blocking process is wrong and very biased, and the moment they blocked my account, ignoring my email to ask to withdraw the funds is suspicious to say the least.
I've already decided that I'm going to give the casino a maximum of 48 hours to resolve the situation (by the end of the day tomorrow), but so far I've had no response.
If it's not resolved, I'll expose the casino via social media and pass the word to casino streamers I know to expose the house.
Still, I give them a chance to resolve this well, apart from your help.
Thank you
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Public
Public
3 weeks ago
Translation
Update:
I went to talk to the site's online support chat, I had already done so yesterday, yesterday they said that I wouldn't lose the money and that all I had to do was send an email and wait for a reply.
Today what they told me was totally different, I'll share screenshots of the conversation so you can see how suspicious this casino is.
o 
Portuguese highly poorly written (or translated), no consensus between what I was told yesterday and today and, to make matters worse, today itself contradicts itself twice in the conversation, not giving a clear answer about anything.
Please, everyone knows that the licensed casinos in Cura?ao are not to be trusted, but there are lots of casinos with great support and the ability to respond and solve problems (bettitlt, leonbet, 22bet, 1xbet, rokubet, etc).
I've never seen anything as serious as this casino... It's very serious, what they're doing, this casino can't have people playing there, everything must be done to stop this type of betting site.
I believe above all in the transparency of the guru casino, it's very important for me to get my money back but more important is to expose this casino and make it lose its users because it doesn't have the capacity to operate.
Automatic translation:
Public
Public
3 weeks ago
Translation
Good evening,
My case has been resolved.
The casino reopened my account so that I could make withdrawals.
The problem has been solved.
Thank you.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear Grammys,
Thank you for sharing this great news! We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
www.kpvfaw.com
